My wife was rear ended and my truck, heavily damaged. So we filed a claim with our insurance, USAA, even though we are not at fault. USAA said, "Don't worry we will handle your claim and get the money back from the fault carrier. USAA totaled my vehicle and said the rental will stop in 7 days. In that 7 days, we received 2 low ball offers to settle, 3 sets of incorrect paperwork and no money. They did manage to mail a check to my lien holder for the payoff, 3 days after the rental stopped. and there is now agreement on the value of the truck 23 day after our loss.

Then I was told by USAA the only way they will give me a fair settlement for my loss, is I have to pay out of pocket to have an appraisal done. If the appraisal is more than their offer, then I have to pay for an umpire to mediate the difference. Unbelievable. STAY AWAY FROM USAA.

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Customer since 1982, Horrible, run and don't look back

By dibi1985 - 09/03/2016

Rating: 1/51

Been a customer since 1982 never had a returned payment. I went to pay off a credit cards and my payment was returned because they claim the account number loaded to my profile was incorrect, although I never had an issue before. I called them and had the representative make the supposed correction and paid the bill. They charged me a return payment fee which they would not credit. Keep in mind I never had a returned payment and I've been with them since 1982.

They transferred me to a "Senior Claims Resolution" Rep who said there was nothing I could do. I said "Aren't you suppose the military?" and she said it had nothing to do with the military. Explain to join USAA you have to serve in the military or have a family member that served in the military which she conceded was correct and said there was nothing she could do and she HUNG up on me. Well they don't care about loyalty, been a member since 1982. I'm cancelling my credit cards and moving my insurance to another company.

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Payment for Totaled Vehicle

By Mel - 08/09/2016

Rating: 1/51

CONNCE, TENNESSEE -- These people are incompetent to say the least and that's a compliment! They could foul up a one car funeral. DON'T TOUCH THEM WITH A TEN FOOT POLE!!! I have had auto insurance with brokers, direct with insurance companies and USAA. Believe me, USAA does not warrant consideration as a reliable provider based on my experience, and I have had a lot in my 83 years.

They have fouled up a simple claim for a totaled vehicle and cost me thousands of dollars by not honoring their own contract, and refuse to allow anyone but a dimwitted underling to talk to me. They are a completely arrogant group that will make up stories, misrepresent facts or whatever it takes to cover their mistakes no matter how factually evidence is presented to them.

That applies to the CEO to whom I have corresponded but seems to be hiding under his desk. He is an obvious fraud and certainly does not resemble the type of leader Harry Truman was when he said, "The buck stops here." He takes the cowards way out and passes the "buck" to the dimwitted underling. LET THE BUYER BEWARE!!! SHOP ELSEWHERE FOR YOUR INSURANCE.

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Accident Claim Nightmare

By GEORGE - 11/25/2015

Rating: 1/51

PENSACOLA, FLORIDA -- I was hit while stopped at red light. The other driver was ticketed and was deemed 100% at fault. I was wearing my seat belt. I received serious injuries to back including a displaced disc and a bulging disc due to accident. After a year and a half of chiropractic care and injections in my spine to relieve pain as well as taking pain meds, I was advised by my attorney that it was time to start the process of suing for my injuries. I decided not to opt for surgery as an orthopedic surgeon friend of mine told me that surgery could leave me in worst shape than I was currently in.

I was sending all bills related to my accident to my attorney since the accident. During the first sit down with my attorney he asked me if I had checked my credit any time recently. I told him no. He said I would be greatly disappointed. Florida is a no fault state and USAA was responsible for paying the first 20,000 thousand dollars of expenses in a car accident independent of who was at fault. He said he forwarded all bill he received including the ones I gave to him, and USAA had not paid the first dollars worth. He said my credit was shot big time. I told him that had to be impossible.

He then with a tone of anger that USAA was notorious for not paying. He then directed me to two stacks on a desk behind the desk he was sitting in. One stack was about 6 inches high and another over two feet high. All were cases where he had to sue insurance companies for not paying the immediate costs as required by the state of Florida under no fault insurance. He said the 2 foot plus stack was USAA insured clients and the 6 inch stack was all the other insurance companies combined. I could not believe it. He said he would send USAA notice that he was going to sue them for said costs.

Shortly after him doing so he called me and said I had an appointment to be examined by a doctor as I was being questioned as to the validity of my injuries. My attorney had collected reports from all doctors concerned and I was surprised that this was even an issue. I thought it was expected as the other insurance company was trying to deny any responsibility for my claims.

I showed up at the given time and place and was seen by a chiropractic doctor instead of an MD. He saw me for a total of fifteen minutes, examined me and told me he was finished. Some two weeks later my attorney handed me a detailed description of numerous test that had not been performed over a two hour period that stated I was in perfect health and they were denying any claims I was making and they would not pay a dime. I was in total shock.

And then I was even further in disbelief when was told that it was not the other insurance company that ordered this test, my own insurance company, USAA, that did so. They were trying to get out of paying the initial PIP payments required by the State of Florida even though they would be reimbursed by the guilty party's insurance company when the matter was finally solved.

My attorney said USAA was absolutely the worst insurance company he ever had to deal with. Shortly thereafter the other insurance company settled the claim for the price asked by my attorney, with no trouble whatsoever. USAA destroyed my credit for years to come, & tried to pay nothing even though they would be reimbursed for every single dollar paid. Needless to say I switched to the other insurance company. USAA is TERRIBLE.

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Company Has Changed

By Anonymous - 10/24/2014

Rating: 2/51

I've been with USAA for over 33 years. Throughout this time I've had 4 auto claims (2 hit by others) and 2 home claims (hail storm damage to roof of house). Claims in the past have been handled from great to not so good. If the claim was against another insurance company and I went through USAA for my vehicle, they have paid basically Kelley Bluebook or better. Other auto claims (vehicle hydroplaned on wet road, no one else involved) USAA offered me approx. 30% less than Kelley Bluebook. I had to battle with them to get the vehicle up near Kelley Bluebook.

I'm currently going through an auto claim, not at fault, and once again USAA is offering me 40% less than Kelley Bluebook. They use a company called CCC One to determine the "fair market value". This company has reportedly had over 10 class action law suits filed against them for unfair market value process. When I approached USAA about the numerous errors in CCC One's process on my vehicle, i.e. allowing .03 cents per mile comparable vehicles but only allowing .01 cents per mile for my vehicle, they simply stated "we stand by CCC One's value AND PROCESS".

Google CCC One for yourself. I've been paying full coverage on my vehicle for over 10 years, when it wasn't needed (I owe nothing on it), and my rates have climbed $10-$20 per vehicle every year only to be offered 60% of the average value according to both Kelley Bluebook and NADA and when compared to local like vehicles. I will be cancelling my auto insurance (5 vehicles, home owners and condo insurance) as soon as this is settled. Sure their rates are low, but now it makes sense, you're only going to get 60% of what you should. BEWARE!

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USAA Insurance Has Become a Total Joke

By L - 07/15/2014

Rating: 1/51

MASSACHUSETTS -- I had a cracked windshield. All of my previous insurance companies had a $50 deductible for windshield only claims. I called the USAA line which connects you to Safelite. They quoted me $494 and informed me that USAA covers windshields under the comprehensive, so I would be responsible for $250 (my deductible) of the bill. I have never had a windshield deductible over $50, so I was really taken aback.

At any rate, I have had multiple windshields replaced in the past and thought almost $500 sounded a bit high. So I went to the Safelite website directly and put in the information without USAA. They quoted me $314.95. That a $159 discount to NOT use insurance. Plus, then I don't have the claim.

But, wait! There's more!!! I went to the USAA site to double check my coverage and found that they never took off the car that I had a total loss on 2.5 months ago, So, I have been paying insurance on it this whole time. The representative I just spoke to took it off and backdated it, but...

It gets better. After she correctly removed the totaled car, I noticed that the old work truck I had listed as "in storage" was still on the policy. That was my fault. I forgot to call when I sold it. However, I had her remove the truck also and my policy then WENT UP by $60. I asked why that was, and she said it was because by taking off the car and truck I lost my multicar discount. Keep in mind that I still have TWO cars insured by USAA.

The problem (she says) is that one is registered in TN and one in MA, so USAA puts them on TWO DIFFERENT POLICIES. I reminded her that USAA serves military personnel who often have cars registered in multiple states, but she said there was nothing she could do about it. She offered to let me speak to a manager. I waited on hold a while and she came back to tell me they would have to call me back tomorrow.

It isn't tomorrow yet, so I am waiting for the call. However, since it is company policy, I doubt there is anything they can do about it. I am going to be looking for a new insurance provider - but not before I tell my many, many fellow military friends and family that USAA is now just one of the many companies that targets, rather than helps, military families.

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Customer Service Poor. Long Term Relationships Not Valued. Quality Diminished. Beware.

By johnwilcox2785 - 09/23/2015

Rating: 1/51

SAN ANTONIO, TEXAS -- I've been a USAA member since 1986. Unfortunately, they are not the company they once were. I've recently had the following problems:

Payments to medical professionals after accident took more than 6 months. They claimed I didn't tell them I was injured, but I called them multiple times and spoke with all their reps. These are recorded lines, but they have no records.

My credit card was cancelled even though I have a credit of $460 on the card. They claimed I didn't authorize the new card and it was my fault when I never received the card from them. Then they told me I lied but didn't verify the card.

Reps in the credit card division at executive escalations hung up on me twice when they would not refund a credit on my account for various internal rules that they are unable to detail. When I asked why they didn't call me back they told me they were too busy and didn't have to.

Auto Insurance: rates are no longer competitive and service is lackluster. Wait times on hold continue to rise.

As this company becomes a resource for all it continues to diminish the special features that made customers want to stay with them. Pity because I enjoyed their quality service for years. Expect many headaches similar to the largest of insurance companies.

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USAA Will Not Look Out for Service Members

By Jay - 09/30/2014

Rating: 1/51

CLARKSVILLE, KENTUCKY -- I have been a USAA member since 2001. My wife recently had a vehicle collision with a deer while on her way to my SLC graduation. Our 2013 Honda Pilot had some damage and required for the truck to be repaired out of state due to the trip. We got a rental vehicle for the 6 weeks that took to repair our vehicle. After our vehicle was repaired we come to find out that USAA only paid $900.00 out of $1,400.00 of the car rental bill. I call them a number of times to see if they would cover the remaining portion given the fact that for the past 13 years I had been accident-free, well I guess that was too much to ask. They denied the request.

Well I went shopping around for a new car insurance in which Geico surprised me with their military rates, way better than USAA, so I canceled my policy and went with Geico. My whole point is that USAA would rather see me go than to help their long time customers over $400.00. Well I come from a family with several military members that have USAA, that's going to change soon. I will never go back to USAA, not until they realize they are not about military families anymore but to getting our pockets and see dollar signs in our foreheads.

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Wrong Advertising

By Sylvia - 07/01/2014

Rating: 1/51

FLORIDA -- My husband and I were members of USAA and had a credit card with them for years. When my husband died of his 100% disability from WW2 and I tried to get car and house insurance and they would not allow me to even get a quote. THEY SAID, "ONCE HE DIED MY MEMBERSHIP IS OVER."

They advertise "that their membership is for the whole family, GENERATION AFTER GENERATION." When I called again and relayed my disappointment to other representatives of the company, they couldn't believe it. I told them to check it out and they did. This is their policy and the people who work for them don't even know it. If my husband (as a veteran) knew what they did to me, he would have been devastated.

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Locked Out Of Account

By David - 02/28/2014

Rating: 2/51

SAN ANTONIAL, TEXAS -- USAA has locked me out of my accounts. I have auto and Homeowners insurance as well as banking services. One day, I was trying to log into my account and it said your account is locked and you need to call the fraud dept. Fraud Dept said it can't id me. Now that's funny, they had no problem id'ing me when I opened up my accounts with them.

So far, it has been 1 week and 10 phone calls to them. They asked me to send them some documents which I did. It cost me around $5.00 to fax them to them. I waited 3 more business days and they said they did not receive the documents. Now this is funny as I have proof that I faxed it to them.

They change their stories like people change their socks. Every time you talk with someone they never give you the same answer. So now, I will have to wait until next Wednesday, 5 March and see what they say this time. They have no problem taking your money, they just have issues allowing you to use your money. I have spent over 22 years defending this country only to be taken advantage of a company who claims to help vets. All I can say is when I get my accounts back I'm gone.